Cherwell Software White Paper

Change Management: The Greatest ROI of ITIL

“Begin with the end in mind” is the often-quoted second habit made famous in Stephen Covey’s best seller, “7 Habits of Highly Effective People.” In other words, Mr. Covey recommends having a clear understanding of the destination before beginning any journey. Accordingly, what is the most important “destination” to consider when applied to evaluating the automation and implementation of Help Desk / Service Desk activities? To answer that question through the lens of a CEO or CIO, one has to ask the question: “What element or activity of Service Support has the most potential impact to a company’s quantifiable “end goal” of financial profitability and business value?” The answer: Change Management.

Tags: Help Desk, Service Management, ROI, change mangement, servcie desk

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